Technical Support Lead

Technical Support Team Lead

Pay rate : $25.00-27.00 / hr

Hours : 1st shift-hours may vary. 8 hour working day.

Location : Rio Rancho, New Mexico

Technical Support Team Lead role is responsible for providing leadership, operational oversight, and advanced hands-on support within the ITSC environment. This position requires prior lead or supervisory experience, strong communication skills, and the ability to build positive working relationships with both client leaderships.

The Lead will manage escalations, maintain process compliance, support team development, and help drive continuous improvement across ITSC operations.

Leadership Responsibilities

• Serve as the lead support resource for the OR ITSC team and provide backfill coverage for the PCLD Lead.
• Act as co–point of contact alongside the Site Supervisor and Client Manager.
• Handle escalations, advanced troubleshooting, and daily support needs from ITSC technicians.
• Lead weekly team meetings, communicate updates, and maintain meeting documentation.
• Participate in leadership meetings with Client representatives.
• Provide coaching, mentorship, feedback, and performance recognition to team members.
• Assist with monitoring workload distribution and staffing levels to ensure operational coverage.
• Support onboarding and hands-on training for new hires and maintain updated training records.

Operational & Technical Duties

Requirements

Benefits (employee contribution) :

Health insurance

Health savings account

Dental insurance

Vision insurance

Flexible spending accounts

Life insurance

Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.